Method for Evaluating Customer Call Center System Designs

1. A method of evaluating a call center, the method comprising: quantifying at least one quality of service factor; using the at least one quantified quality of service factor to obtain at least one monetized quality of service factor; adding each of the at least one monetized quality of service factors to an agent cost factor to obtain a value for a call center system metric; and responsive to the call center system metric value satisfying a specified criteria, changing a design of the call center.

2. The method of claim 1 , wherein the at least one quality of service factor includes a customer satisfaction factor.

3. The method of claim 2 , wherein the customer satisfaction factor is expressed in terms of a percentage.

4. The method of claim 1 , wherein the at least one quality of service factor includes a task completion factor.

5. The method of claim 4 , wherein task completion is expressed in terms of a percentage.

6. The method of claim 1 , wherein the at least one quality of service factor includes a time in system factor.

7. The method of claim 1 , wherein the agent cost factor is the product of agent time and agent cost per time.

8. A method of evaluating a call center system, the method comprising: quantifying a number of quality of service factors; obtaining a number of monetized quality of service factors from the quantified quality of service factors; adding the monetized quality of service factors together to obtain a value for a call center system metric; and selecting a call center system design based at least in part on the value.

9. The method of claim 8 , wherein one of the quality of service factors is customer satisfaction.

10. The method of claim 9 , wherein the customer satisfaction factor is expressed in terms of a percentage.

11. The method of claim 10 , wherein one of the quality of service factors is task completion.

12. The method of claim 11 , wherein task completion is expressed in terms of a percentage.

13. The method of claim 8 , wherein selecting a call center system design includes calculating a call center system metric for a plurality of call center system designs and selecting the call center system design having the lowest value of the metric.

14. A method of evaluating a call center, comprising: quantifying a number of quality of service factors associated with self service calls to obtain a first metric; quantifying an agent cost factor associated with agent handled calls to obtain a second metric; summing the first and second metrics to obtain a call center metric; and selecting a call center system design based at least in part on the call center metric.